This Tom Shay presentation about management is based upon the unique style of business operation by Southwest Airlines. www.profitsplus.org

1. Tom Shay, CSP Certified Speaking Professional

4. Managing your business for quality leads to increased sales and productivity or You have to be nuts to work in this business!

45. If I possessed a shop or store I’d drive the grouches off my floor! I’d never let some gloomy guy offent the folks who come to buy; I’d never let a boy or clerk with mental toothache at his work, Nor let someone who draws my pay drive customers of mine away. I’d treat the man who takes the time and spends a nickel or a dime With courtesy, and make him feel that I was pleased to close the deal; Because tomorrow, who can tell? He may want stuff I have to sell, And in that case, then glad he’ll be to spend his dollars all with me! The reason people pass one door to partronize another store, Is not because the busier place has better skills, or gloves, or lace. Or special prices, but it lies in pleasant words and smiling eyes; The only difference I believe is in the treatment folks receive! Edgar Guest